Summary
The Product Support Agent III is a senior experienced expert product support agent responsible for inquiries and solutions requests from property management professionals requiring assistance with RealPage software products. Seasoned advisors quickly respond to diverse client inquiries determining a root cause of the inquiry, accurately record all associated issues in the CRM tool, provide a resolution or escalate to appropriate leadership or engineer channels. The Product Support Agent III will help train and mentor other teammates to further develop expertise with RealPage products, product issues and solutions and overall client satisfaction and confidence.
Primary Responsibilities
- Is a Subject Matter Expert (SME) on one or more products and able to provide detailed training to customers that may require a how-to sessions, walk-throughs, or documentation.
- As business needs dictate, the channel priorities (inbound/email/chat/text) may change to ensure that we have adequate coverage across all support channels. As such, the Product Support Agent III's focus may shift from e-mail to inbound calls, etc.
- Troubleshoot integrated products with customers to isolate issues to root cause escalating to Product Development when required.
- As a SME, analyzes data, systems and software functions and escalate cases to Problem Management, engineering or other teams to resolve a customer issue.
- Mentors peers on delivering customer centric care via phone, chat, text and email interactions with customers that drives customer satisfaction for complex client issues
- Advanced understanding of the industry, customer's portfolio of products, and their business processes or residents to deliver a personalized experience with every customer interaction
- Shares experience and expertise with team members assisting with a deepening knowledge and faster uptake to finding customer solutions involving the full range of supported RealPage products and processes
- Manages real time solutions while setting realistic expectations, retaining customer confidence, satisfaction and relationships
- Achieve SME levels of customer satisfaction and problem resolutions as measured by customer input, satisfaction surveys and efficiency metrics
- Use experience and expertise to document and share product knowledge solutions; new concepts, processes or efficiencies
- Continue to learn and become proficient on four or more RealPage products by gaining Skills Certification in assigned Product Support areas and more as career progresses
- Perform additional duties as required
Required Knowledge/Skills/Abilities
- 5-7 years of technical customer service experience, 4-5 years experience within a Software As A Service (SAAS) or RP Product Support team or a Bachelors or higher degree in a related field of study
- Cross trained and proficient at 4 Realpage products; able to shift priorities and systems with little notice or supervision
- Mindset of an emerging leader; with equivalent communication, problem solving and technical skills
- Experience using advanced functions of MS Office applications (Word, Outlook, PowerPoint, and Excel); able to mentor and assist junior teammates in these applications when appropriate
- Resourceful, creative, and able to think outside the box; able to assess and identify or develop new concepts, processes and efficiencies
- Infectious energy and motivation positively impacting team performance and customer experiences
- Operate during an assigned shift determined upon hire based on business need and able to work a flexible schedule, occasional overtime may be required
- Ability to perform all other duties as may be assigned from time-to-time to support organizational change, new products or customer driven initiatives
Preferred Knowledge/Skills/Abilities
- Previous senior associate, Team Leader or trainer with contact center experience; especially within the SAAS environment
- Previous Technical Troubleshooting experience; especially in the SAAS environment
- Specialized technical knowledge related to department; networking, hardware and software resolutions, routing, websites and web applications
- Experience in the multifamily housing industry, property management or real estate
